IT Help Desk Technician - L2

Fuelled Networks; Ottawa; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Fuelled Networks, a client-focused IT provider, seeks a Help Desk Analyst to support various systems and ensure excellent customer service. Ideal candidates will have a strong IT background, experience in troubleshooting, and a commitment to professional development. Join a supportive team with a culture valuing employee well-being and engagement.

Benefits

Flexible work hours

Professional development opportunities

Qualifications

• 3+ years of relevant experience.
• CompTIA A+ and Network+ are essential.
• Exceptional customer service skills.

Responsibilities

• Resolve user-reported problems.
• Maintain communication with clients.
• Document issues and resolutions.

Skills

Customer service orientation

Time-management

Troubleshooting

Communication skills

Curiosity

Education

Post-secondary education in IT

Tools

M365 (O365)

Active Directory

Job description

Who We Are:

Fuelled Networks is a client-first IT support provider that has been providing top-notch IT services and support for small to medium-sized businesses throughout Ottawa and Eastern Ontario since 1982. We’re a small, high-performance team of smart, resourceful, and highly skilled technicians who do whatever it takes to ensure the successful delivery of IT solutions to our clients.

At Fuelled Networks, we believe happy employees are successful employees. Whether it’s an afternoon break at the popcorn maker in our open, collaborative common area, or a Friday summer afternoon off, we strive to create an environment that keeps our people healthy, happy and engaged.

If you are someone who strives to exceed client expectations, is driven by the active pursuit of professional development opportunities, and you are interested in working at a company where you are valued and appreciated for going the extra mile, Fuelled Networks is the place for you.

About The Role:

Reporting directly to the Service Manager, the Help Desk Analyst is responsible for supporting our clients on networks, client/server systems, PC and Mac desktops, desktop software, peripheral devices, and mobile devices. You’ll excel in the role if you’re technically sharp, patient, dedicated, and easy to work with.

As a Help Desk Analyst, you will be adaptable, resourceful, dedicated, and easy to work with. You have to be committed to the highest levels of internal and external customer service, with no exceptions.

You Should Know:

• This is a full-time, permanent position.
  
• 
  Hours for this role are 12 PM - 8 PM.
• You’ll be on-call on a rotating basis.
• You should have security clearance or be eligible for security clearance.
• This is a Hybrid work role. Expect to work remotely as well as in the office as scheduled.

Here’s What You’ll Do:

• Resolve user-reported problems as your expertise permits.
• Escalate problems as appropriate, following our SOPs.
• Maintain communication with customer/vendor/management throughout the problem-resolution process.
• Appropriately and timely document issues and resolutions in our ticketing system.
• Update and maintain accurate client documentation, records and procedures.
• Review and update Help Desk documentation as assigned.
• Handling of 1st and 2nd level issues.
• Taking on project effort as needed.
• Other related duties as required.

Physical Requirements:

• Sitting for extended periods: The employee must be able to sit at a desk for extended periods, typically for several hours at a time.
• Standing for extended periods: The employee must be able to stand for extended periods, typically for several hours at a time.
• Computer use: The employee must be able to use a computer and keyboard for extended periods, often with frequent typing.
• Visual acuity: The employee must have good vision to read text on a computer screen, printed documents, and other materials.
• Manual dexterity: The employee must have good hand-eye coordination and manual dexterity to use a computer mouse and keyboard, as well as to perform tasks such as filing, sorting, and organizing. Must be capable of physically assembling equipment, mounting and racking as required.
• Mobility: The employee must be able to move around easily and quickly and be able to crawl, kneel, and bend to access equipment in tight spaces.
• Lifting and carrying: The employee must be able to lift and carry heavy equipment, typically up to 50 pounds. The average lift is less than 20 lbs.
• Protective Gear: Must be able to wear protective gear, including hard hats, safety glasses, and gloves.
• Heights: Ability to climb ladders (approximately 8 feet) and work at heights
  

Here’s What We’re Looking For:

• Post-secondary education in IT or equivalent relevant experience.
• 3+ years of experience doing this kind of work.
• CompTIA A+ and Network+ are essential (either you’ve got them now or you’ll get them soon).
• Microsoft, Fortinet, and other IT vendor certifications are great assets.
• Exceptional customer service orientation.
• Great communication and writing skills in English and French.
• Proficiency in all current Windows operating systems is essential; Apple skills are a bonus.
• Intermediate to advanced knowledge of M365 (O365), Active Directory, mobile devices, and servers.
• Knowledge of Cyber Security and how it applies to the end user.
• Knowledge of email archiving, anti-spam, and anti-virus/EDR products.
• Patient, dedicated, resourceful and determined. You support customers through the toughest problems.
• Excellent time-management and troubleshooting skills.
• Understand support tools, techniques, and how technology is used to provide IT services.
• MSP experience.
• Curiosity.

Success is Measured Based on the Following KPIs:

• Utilization of billable hours.
• Customer satisfaction scores (CSATS).
• SLA Management.
  
• Ongoing professional development as assigned.

Required and Preferred Certifications:

• Microsoft O365 Current Certifications
• Microsoft Azure Fundamentals
• NSE 4.0
• CompTIA a+
• CompTIA Network+
• CompTIA Security+

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

At Fuelled Networks Ltd., diversity, equity, and inclusion are part of who we are. Together, we continue to build an inclusive culture that reflects the diversity of our people. It fuels our innovation and connects us closer to our people and our clients. We strive to nurture a culture where inclusiveness is a reflex, not an initiative.